Customer Service Representative (Phone Support)
New
A
ARIVEFintech Mortgage Software
100% Remote (must reside in the continental United States)Full-TimeMiddle
Salary45,000 - 55,000 USD per year
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Job Details
- Languages
- English
- Experience
- Minimum 2+ years
- Required Skills
- TroubleshootingRelationship managementCustomer support
Requirements
- Minimum 2+ years of relevant customer support experience, including phone support.
- Experience working in the mortgage industry is strongly preferred.
- Ability to communicate well over the phone in English, including calming difficult clients and communicating complex information verbally.
- Calm demeanor and people skills, with the ability to maintain that demeanor under stress.
- Self-motivation, willingness to learn, to practice or rehearse in the software system, and to independently research.
- Ability to thrive in an unstructured, fast-paced environment and efficiently manage time while balancing priority and quality versus quantity moment to moment.
- High level of integrity and a strong commitment to building a successful company and nurturing customer relationships.
- Prior experience in speaking with business owners and executives, as well as relationship management experience, are a plus.
Responsibilities
- Act as an initial point of contact for phone inquiries, addressing what can be addressed on the phone and properly routing tasks which should be addressed by other teams.
- Provide top-tier customer support, while appropriately addressing call volume and communicating relevant information when rerouting traffic.
- Keep up to date on major system features, client use cases, marketing materials, and event schedules so as to competently discuss them and answer related questions on phone calls.
- Review voicemails for callback opportunities and reroute callback responsibilities to the appropriate parties.
- Adaptively navigate team and company protocols to best address or divert client calls efficiently.
- Maintain records and awareness of call volume and call topics to aid teams in identifying strategies to proactively address volume and user pain points.
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